At Snowflake, we pride ourselves on our ability to empower our customers with the Data Cloud to power their business. To track how well we’re doing in that respect, we conduct an annual Customer Experience (CX) Survey in partnership with Walker. This year, we surveyed more than 3,000 customers in over 50 countries.
We’re pleased to share the findings of this year’s survey, conducted from June to July 2021. This comprehensive survey assesses our customers’ experience with Snowflake across many touchpoints and interactions.
This year, we received a Net Promoter Score (NPS) of 68, a score of more than three times higher than the industry average of 21 based on the Tech Vendors – Qualtrics XM Institute 2018 B2B Benchmark survey.
NPS is a third-party measurement of the willingness of customers to recommend a company’s products or services to other potential customers. An NPS can range from a low of –100 to a high of +100, and is viewed as a proxy for measuring customers’ brand loyalty and satisfaction with a company’s product or service. It’s calculated by asking customers, on a scale from 1 to 10, how likely they are to recommend Snowflake to a friend or colleague. According to Bain & Company, the creators of NPS, a score above 0 is good, above 20 is favorable, above 50 is excellent, and above 80 is world class.
This year’s CX survey also asked customers to give feedback on how well Snowflake delivers on its key values and brand promises. Here’s how they responded:
- 95% say Snowflake has high uptime/availability.
- 92% believe Snowflake ensures data is secure.
- 90% agree Snowflake helps them accomplish their business objectives.
- 88% say Snowflake is easy to do business with.
- 80% believe Snowflake prioritizes customer needs.
- 81% say Snowflake follows through on commitments.
- 79% think Snowflake offers an affordable cost structure.
- 78% agree Snowflake delivers high value for the cost.
Finally, customers were asked to evaluate their experience with Snowflake during their customer journey—from evaluating Snowflake and building a proof of concept, through implementation and integrating data visualization/BI tools, to training and tech support. Results show that a large majority of customers were pleased with the entire end-to-end experience. Here’s what just a few of our customers had to say:
“Fantastic product that has made so many formerly complex data management processes simple. Adopting Snowflake is one of the top 2–3 best technology selection decisions I’ve ever made in my career.”
“I feel the technology is a disruptor for analytics and BI. The value proposition for handling big data is excellent.”
“Both the company and technology have met and exceeded our expectations and have formed a cornerstone of our business model, revenue growth, and overall commercial success.”
“Exceptional ‘personal touch’ service from the Snowflake team, easy to do business with on the commercial side (for example, renewals, upgrading tiers), great price and performance of product.”
This fourth annual CX study is part of a larger CX initiative within Snowflake, focused on continuously improving customer experiences at every touchpoint. After all, our top value and brand promise is to “put customers first.” Customer feedback is essential for enabling us to deliver on that promise. We thank the respondents for taking the time to complete this survey.
To download a summary of the 2021 Snowflake Customer Experience Report, click here.